Senior Director – Enterprise Customer Success – Regional VP

Senior Director – Enterprise Customer Success – Regional VP

Requirements

• Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations. Frame and solve complex business problems.
• Take on new challenges and the ability to work through uncertainty. Delivery high impacting contributions as well as pursue opportunities to influence decisions that impact customer value realization.
• Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills.
• Experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness.
• Understand and can apply Customer Journey frameworks to CSM tasks and responsibilities.
• Minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company.
• A four year degree or equivalent.
• Demonstrated ability to manage customer accounts in conjunction with sales organizations. Consistently delivering against targets; reduce churn and downgrades, produce accurate forecasts, while maintaining a focus on cost to serve.
• Exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter. Ability to collaborate effectively across the organization.

Responsibilities

• Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company’s products or services.
• Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon.
• Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth.
• Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises.
• Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations.
• Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management.
• Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful.
• Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale.
• Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships.
• Forecast renewals by working cross functionally with sales, renewals and operations.
• Monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes.
• Use adoption metrics to help CSMs understand where there is risk in their accounts and coach them through the use of playbooks to improve adoption.
• Work with the Value Realization team to ensure each customer has a value realization study that is data driven and outcomes based.
• Effectively link business objectives in favor of continuous improvement. Present decision making situations that quickly allow cross functional teams to align and move forward in favor of deeper customer satisfaction.
• Partner with other departments, such as sales, marketing, product, and engineering, to ensure a cohesive customer experience.
• Establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects.
• Continuously identify and implement improvements to customer success processes and tools to enhance efficiency and effectiveness.
• Use Customer Success tools such as Salesforce, Gainsight, Gong, Tableau to manage the effectiveness of CSM plays, activities & renewals.

Preferred Qualifications

• A deep understanding of digital transformation in modern enterprises
• Strong C-suite relationships in enterprises globally
• MBA